Cold Calling Specialist

Position Summary

The Account Coordinator is responsible for delivering a quality customer experience, building customer relationships, and managing process execution for existing Action Enterprise Logistics customers. This role will partner with account managers, account executives, business development and/or capacity resources as an active member of an account team to ensure the customer’s business/freight moves as planned and takes actions to resolve exceptions when they occur.

They will leverage our processes and technology to drive efficiency. This position is aligned to a portfolio of customers. As a critical customer support contact, the Account Coordinator ensures customer commitments are met, resolves issues, drives continuous improvement, and articulates customer value.

In this role, you will be responsible for a variety of operational tasks, which may include order creation, shipment activation, load building, appointment scheduling, track and trace, and routine event management. A sharp focus on data integrity, quality, and efficiency is essential.

The Account Coordinator role will develop your business knowledge, sales acumen, and the foundational skills to enable a flexible career path in a variety of critical customer-oriented roles at Action Enterprise Logistics.

• Validate and ensure the accuracy of load data in Action Logistics systems
• Monitor load boards and assigned email accounts to respond to customer and carrier requests
• Utilize standard operating procedures to carry out assigned operational activities and meet service level agreements
• Document milestone events, gather and communicate information for problem resolution, resolve routine exceptions, and follow escalation procedures when required
• Run and distribute reports in alignment with defined processes
• Focus on internal and external customer needs, recognizing service issues, implementing customer-focused practices, and escalating when appropriate
• Follow through on customer requests to ensure satisfaction, invite feedback, and seek suggestions for improvement
• Collaborate both internally and externally to achieve positive outcomes
• Contribute to department efficiency by identifying and implementing operational enhancements
• Establish contacts and build relationships with customers to understand the customer’s needs
• Communicate proactively with customers, carriers, suppliers, and internal stakeholders to ensure customer needs are met
• Manage conflict and navigate difficult conversations with the customer using tact and diplomacy
• Respond to customer inquiries and provide updates related to exception management in a timely manner
• Ensure quality execution against expectations, identify issues, and implement solutions. Review internal and customer data inclusive of customer aligned KPIs for quality and accuracy
• Empowered to execute the customer pricing strategy set by account management team focused on capturing profitable market share
• Grow the business by listening to customers’ needs, communicating opportunity to Account Management, and providing key customer specific knowledge to influence results

• Leverage available tools and resources to implement efficiencies
• Learn and apply knowledge of best practices to maintain consistency and gain efficiencies across the network
• Utilize data/reporting to identify and improve service results in order to meet customer expectations
• Partner with internal resources to ensure account processes and SOPs are complete and adhered to
• Minimize manual processes when possible without diminishing customer value

• Leverage technology for order statuses and initiate corrective action when exceptions occur (verifying pricing, weights, delivery times, ship quantities, load information, etc.)
• Execute customer workflows, preferences, and SOPs and apply this knowledge to create efficient, cost effective solutions for the customer
• Provide ongoing issue resolution through communication with the customer and offer options and alternative solutions in a timely manner
• Collaborate with operations teams to effectively standardize tasks
• Leverage operations teams to execute process effectively and efficiently
• Perform non-standardized operational work as needed to ensure a high-level customer experience
• Other duties or responsibilities as assigned according to the team and/or country specific requirements